Choice Home Warranty: Read 45,811 User Reviews From Real Homeowners

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Bill Spencer Medford, OR

They left me without heat for over a week. Said they couldn’t find a technician. I found one in two hours to diagnose the problem. Control Board was ordered. Same technician installed it two days later when it arrived. House had gotten down to below 50 degrees. Entire family was freezing!!!!! Now I have heat and just PAID THE $600.00 BILL MYSELF!!!! $125.00 Labor and $475.00 FOR THE PART. NO COVERAGE OR PAYMENT FROM CHOICE HOME WARRANTY!!!!! BETTER TO FIND MY OWN TECHNICIAN, THAN HAVE MY WHOLE FAMILY FREEZE!!!! I had spent over $2,500.00 for coverage by CHW no response to emails or calls. WILL NEVER USE CHW AGAIN;; HOPE AND PRAY NO-ONE ELSE DOES EITHER!!!!! TOTAL RIP OFF!!!!!!!!!!!!

1 year ago

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Alvin

I've had to use the warranty 2 to 3 times, and it's just not very responsive. The last time on my dishwasher, it took about 7 days. They lied when they showed me the contract that specifically said that I would have someone in my home within 24 to 48 hours.

1 year ago

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Lisa

I needed to use the warranty to fix a drip in the shower and it was fixed promptly. I would like it if the service calls were more convenient hours, because I do go to work and don't really want to take a day off from work to get something repaired.

1 year ago

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Kenyata Fletcher

So far I filed two claims that were nice and simple however I didn't speak to someone so I wasn't able to give more information about my claim. But the ease made me like the simplicity of using this service vendor.

1 year ago

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Roberta

I have attempted this survey several times and for some reason it does not go through. One of the things I don’t like is a survey that does not allow you to submit a basic response without having to elaborate!! Perhaps it would be simpler to ask numbered questions!!!

1 year ago

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Viti Phann Channelview, TX

Overall, it's been really helpful having Choice Home Warranty. They have been very good at communicating with us and sending out someone as soon as they can to fix the issue.

1 year ago

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Karen Killeen, TX

I put in a request to have a previous work order reopened because the repair hadn't been done for 30 days by N& T Services on January 15th and I still have not heard from this guy. I have even texted him myself. He know that he messed up on the job, so he won't respond. I have emailed Choice Home Watranty and haven't heard from anyone. Is this how you all treat your customers? I am about to get rid of you all. You all send out contractors that do sub-par jobs and charge a service fee and then don't respond to the customer.

1 year ago

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Samuel Davis Del Valle, TX

Although minor claims were approved, the major claim submitted was denied. The claim for repair of my septic system was denied. Septic system repair is not a choice it is a necessity, and it has to be done promptly. It is a health issue and a violation or county code if not done promptly. Upon notice to my service company all steps were done to make repair ASAP. Choice Home warranty was called while the repair was being done and was denied because they had not approved.

1 year ago

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Richard Harris Scottsdale, AZ

Our recent service was not what we expected- the gentleman that came to fix our microwave was very nice! He indicated that a part needed to be ordered (simple solution to fix the control that you press for selection of minutes etc) our unit is a double appliance, microwave on top, oven on bottom. kitchen aid -high end unit- Choice wanted to replace whole unit or give us gift card $600 for Lowe’s ?!?! Our unit is 3 to 4 thousand! They wanted cheap solution- unacceptable!!! Ridiculous! We just needed a “part”. - sent over to case mgr. Just given a “take it or leave it “ answer. Bad customer service! Last year had similar situation with dishwasher- needed repair - said report didn’t say problem “due to wear and tear” therefore would not repair cause of wording( we ended up having to buy a new one out of our own pocket! So sorry years ago we bought a 4 yr contract with choice- be glad when it’s over!

1 year ago

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Brittany Ardito Wylie, TX

When putting in a claim it would not let me talk to a customer service agent. It keeps putting me through automated prompts when I needed to talk to a rep about an ongoing issue. When I keep having an issue with the same appliance, I am forced to pay a trip fee every time the tech needs to come out to fix it again.

1 year ago

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Michael Stoneham Bradford, PA

When I reported a problem with my shower diverter, Choice agreed only to pay for a contractor grade diverter; this would have made my four part shower/bath component group look terrible, since the parts would not match. After much dialogue and explanation of the problem, Choice offered no other option. Additionally, when the plumber indicated that he had to replace the water pipe connection to put in the new part--and have it work, Choice would not pay him. This means that although Choice warranteed the part, they would not repair it in its entirety. I was very dissatisfied with this service and had to pay--out of pocket--for the majority of the repair. In another small job, Choice hired a felon as a handy-man who fraudulently cashed my check twice--and for hundreds of dollars over the visit fee. They would not reimburse me for the latter stolen money. On other repairs, I have gotten good service and prompt support from Choice.

1 year ago

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Kenneth Woodway, TX

We have called for rework on claim#225476393 on Jan 10 received email about recall. I emailed DOODY CALLS twice with details and have yet to hear back from them or you about being fixed. At present time they can not come as we don't have water.

1 year ago

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Robert Warfield

Picked contractors out of my geographic area which increased response time and follow-up for subsequent issues that might arise. If you opt to hire your own contractor then their reimbursement is less and makes you use their guys. This involved a replacement of AC system. Very disappointed in how it was handled!

1 year ago

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Michael Davila Dallas, TX

1 year ago Edited January 17, 2024

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Edgar

In order to settle a claim, I followed the instructions of a customer service given over the phone. Apparently these instructions were somewhat different from the official version and did not get reimbursed for the money I paid for the work to be done Choice Warranty should have reviewed my case in a business like manner taking in consideration the information I got from their representative.

1 year ago

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Mahesh

Choice Home Warranty is very reasonable also, and their deductible is also reasonable for $60 or something like that. And they are prompt in the response.

1 year ago

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Louise

So far, I've had great customer service. I just renewed and we had a plumbing leak in our bathroom. So within 24 hours, we had someone out to repair it.

1 year ago

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Darlene

I've used it 2 or 3 times and every time it's been a good experience. They come right out within 24 hours and handle the problem. And it's been a Godsend.

1 year ago

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Michael C League City, TX

They answer all the questions that I have. Plumber came out, looked at the issue, didn't take much time for him to resolve the problem and that was good.

1 year ago

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Deise

I had a pump on my well problem, I had to have my water heater fixed, and my A/C fixed. Everything was well done later. They are precise and they fulfill what they are promising. I highly recommend it, so far.

1 year ago

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David

I always get answers. Very quick, responsive, and nice. it's been good so far, like I said, it was only just one time where they didn't cover what I looking for, so. But that's okay, I'm very happy with it.

1 year ago

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Anonymous

I just appreciate them getting it in a timely manner. My experience with the person who came was very good. The person they had working for Choice Home Warranty to fix our fridge did a good job.

1 year ago

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Allen

We don't ever get any customer service. We had one good experience lately, but the rest are either you guys schedule an appointment and nobody calls, or it's just like a random time. So you're kind of held hostage to when they're coming. It's not a very good system.

1 year ago

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Donald

They said that they would get a person to come and they didn't. I finally looked online and found that they weren't going to get a person to come, but they didn't make any attempt to contact me separately. Now we're going back and forth about what kind of paperwork and so forth they need.

1 year ago

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Joan

I wouldn't get it again. I put in a claim in August, and they came again today. This is the 4th person that has come. One didn't come because you didn't pay him. I've paid twice to have it repaired. Nobody ever changed that around. And then finally they got Sears here today and they have to order two more parts. That was August and it is now January and I still don't have an oven.

1 year ago

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Troy Steinbock Lubbock, TX

2mins to file a claim, a very rapid email with the name of the contractor and appointment date. Service tech was great. I’m very happy with my first claim!

1 year ago

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Anonymous

You change the price and don't notify me. I've been told I was sent an e-mail and I did not get the e-mail saying that the price was raised. I think there should be some type of notification to your customer before you change your price.

1 year ago

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Yu

Overall, my experience is not that great. I called them so many times. I have met really good representatives trying so hard to resolve my problem. But the thing is, if the company they assigned is not doing their job, it's not their fault.

1 year ago

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Walter

They always know what they're doing. Used it for my microwave that needs to be fixed, and there is an appointment already scheduled. And my dishwasher that is planned to be fixed.

1 year ago

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Tim

The last time I used them, it was a good experience. The guy called to make sure I was home. He came in, he assessed the problem, checked it out and took care of it. But when I had my water heater replaced, it took him almost three weeks to do it and the guy that did it left a line that is twisted.

1 year ago

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Todd Killeen, TX

I have used choice warranty a few times now and I have gotten great service. Hours after filing a claim I get an appointment with a service provider.

1 year ago

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Zekia King Dubai, DU

This was the worst home warranty company EVER. They would literally send anyone out no matter their experience level. I had someone come to my home smelling of marijuana, I had someone lie and say they fixed something that they didn’t. I was double charged. The appliances in my home are on the higher end some of the techs just weren’t familiar and the time choice did a pay out it wasn’t even enough to pay shipping for the appliance I needed to replace. I had a pool tech come out, he was great. Other than that NOOOOOO DO NOT DO IT. Not to mention it took weeeeks in the middle of summer for them to have someone come out to address my air and I was pregnant. It was unbearable. When someone finally came out they said it was one thing wrong… then came out again and said it was something else. Oh and I had a guy hang up on me because he was late and when I asked what time he would be there he couldn’t handle it and had the worst attitude in the world. I have that one recorded. I really wish I could list my phone number and just go over every reason you shouldn’t pick this company but I can’t. Just take my word for it please!!! American home shield was better but my new home is over 10k square feet so they couldn’t cover it.

1 year ago

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Mary Burleson, TX

I am a Property Manager for several properties. My owners are out of California and I have worked with them quite a while. They have 100% faith in anything I recommend. Our experience with Choice Home Warranty this year, has been horrible. It's interesting, how different it is, to speak with the "Sales" people, that sell the policies as opposed to the representatives that handle the claims. The majority of the claims were denied and those representatives did nothing to try and help or process a claim. It's extremely obvious, Choice Home Warranty trains the representatives that process claims, to do whatever is possible to make sure a claim is denied. I've worked with Home Warranty Companies for over 15 years, I've never had claims denied, until this year, with Choice Home Warranty. Choice "sells" their policies by offering lower prices than most other Home Warranty companies/policies. I would advise people to know, why the Choice Home Warrany policies are cheaper. It's because they don't intend on processing most claims, they plan to deny as many as possible.

1 year ago

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Peter Centreville, VA

It worked, I was not happy about the technician having to come back because the furnace failed following the repair. It was not clear how to get them back so I opened another claim which was a mistake. Should be easier

1 year ago Edited January 17, 2024

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George Thomas, Jr.

I’ve had Choice for two years now and I am extremely satisfied with them. We’ve had three claims and they all went very smoothly. I would recommend Choice to anyone.

1 year ago Edited November 20, 2024

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Rob Oakland, CA

The amount of time it takes just to get a service technician out is ridiculous. Combine that with Choice Home Warranty's AWFUL customer service and their poor communication (twice now they've said a technician was scheduled only for me to find out the day of the appointment that no tech was actually scheduled), and this has been a hugely frustrating experience. I'm currently over two weeks into having a non-functioning kitchen faucet because CHW failed on the first appointment scheduling, had a tech come out to confirm the faucet needs replacing, and I'm still currently waiting for the tech to come back for the actual work to get done.

1 year ago

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Michelle Sanders Chicago, IL

Only because of all the denials. The plumber Denizas was the best. There's room for improvement. But it is worth having a home warranty, it takes the hassle out of worrying especially when you get approved for the service.

1 year ago

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William Lemons Niles, MI

Our microwave needed to be repaired and the process went smoothly. The technicians who conducted the repair were very professional and knowledgeable.

1 year ago

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Gene Sanders

They didnt approve my bathroom ceiling fan but it wasnt that big of a deal. The big things like my refrigerator and my air conditioner they did take care of

1 year ago

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Wendell Pinks Charlotte, NC

Since I started my coverage with Choice (1 year ago), I have had to call them once only to take care of a problem with my gas range.. They were prompt and very knowledgeable of what they had to do to correct the problem.

1 year ago

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Steve MA

The appointment was 11-3pm, the tech arrived at 9pm. The diagnosis and feedback from Choice said the AC was to be fixed. Based on the diagnosis and age of the system, I agreed that the leak warranted an AC repair, either by replacing the air handler with a certified used or a type of patch that could be done with the coolant drained already. Instead, I waited all day and lost a day of work for a tech to simply refill the coolant without fixing the known leak. The previous fill lasted 3.2 months, so this will be an ongoing expense for Choice, why not make the fix more permanent? The system was installed in 2014, it's 10 years old.

1 year ago

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Raquel Ruby Chicago, IL

The best part about is that when you put a claim, the response is very quick. The network of services that they have is very good professional, and explains everything.

1 year ago

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Eva Louisville, KY

Claim was filed. Rep stated it needed to be broken up into 3 claims so she canceled mine and submitted 3 separate claims. All 3 were approved. Company assigned the wrong type of technician to a claim which was 4 days after the emergency (sewage) was reported. Customer Service Rep stated I could get repair done and would be reimbursed because they had problems finding a service tech in a timely manner. I did so and the company refused to reimburse me stating "you did not follow the rules . You did not submit a claim, a claim was not approved, the repair person did not call us prior to fixing your problem therefore it is not covered." So my original claims were all APPROVED, but because the rep resubmitted, sent wrong person, canceled that claim and never entered another one to cover my emergency I was left with a bill in excess of $900 vs $75 service call fee. I requested over 5 times to speak with a person in management and have not been contacted.Deceitful, irresponsible and poor customer service. If you make a mistake own it, learn from it and move forward.

1 year ago

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Jon s Lake Mary, FL

Water Heater stopped working so called choice to schedule a technician to come out. Choice sent out a technician who was approved by choice to swap out electrical breakers. The technician did it incorrectly and it caused an electrical panel fire to occur a few days later which could have killed my family and myself if I hadn't smelled the burning wires and ran into the garage to check. Called choice to have a new technician come out and fix, choice denied the claim saying they do not fix overloaded breakers even though they were the ones who sent the initial technician. I had to pay out of pocket $2500 for an electrician to come and replace the entire electrical panel.

1 year ago Edited January 17, 2024

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Vic Hostetter

Was misled from start, a scam in my opinion. Will not cover 100% if repair. Took 5 days and still no service call and I had to get someone out here and they did not pay difference of service fee plus they called it a reimbursement when they could not honor the 24-48 hour guarantee in contract. Will be cancelling after I receive my reimbursement check just to pay cost of a water heater replacement. Their so called hidden replacement cost guide that they pay for appliance repairs or replacement is not available to us to see...bunch of BS and finally their Customer service personnel can can't speak english well enough to understand, had to get to a case manager before I could clearly communicate with them. Took 5 days for them to get a tech iut for sump pump failure disregarding the water in my basement and would not allow me to get a local company out quickly or I would have ti pay the total cost.... Beware of this company total scam artists

1 year ago

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Carrie Woodbine, MD

Very slow and disorganized to resolve the claim on my front loader washer. Took a month to determine approval of a replacement. They were disingenuous when they sent an email offering the choice of a Lowe’s gift card for $547 or a replacement by Choice which could take longer than if I took the low value gift card and handled the replacement myself. When I searched the internet for prices of front loader washers, I determined that none of the leading manufacturers sold any of their appliances for less than $698 so I denied the gift card and asked to be assigned to a representative. I called the assigned claims representative to discuss Choice doing the replacement and was told that wasn’t really an option although that is how it is advertised because they don’t order or ship washers. I was told my only option was the $547 which wouldn’t cover a replacement. I asked how this was calculated based on my search. The representative said it was their wholesale cost which didn’t make sense since she just told me they don’t buy washers to satisfy claims. I told her that a bogus wholesale calculation wasn’t going to help me as a consumer paying retail. At the end, they wouldn’t listen to reason and only agreed to send a check instead of a gift card for $547. That would take another 30 days. Being without a washer for 60 days isn’t customer service . I filed a complaint with the BBB and will now have to buy a washer at retail out of pocket. Buyer Beware!

1 year ago

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Deborah Alpharetta, GA

I had a problem with my water heater and the company refused to replace a part with the exact part because it was too expensive so the tech had to make adjustments and the adjustments weren’t covered so having this warranty is uselessl.

1 year ago

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Dianna Prichard

We are in our fifth week without our HVAC. It is so cold. It already was having problems with the cooling the last couple months of summer. They sent a tech he got it to run for two days. He said the unit needed replaced. We paid him his fee. They sent him again. Again he got it running. He told us to run it for 4-5 hours, then turn it off for 2 hours-repeat. He said that might last until he could get the claim through to replace the unit. We didn’t hear anything. Then the HVAC quit completely. They kept saying the tech did not get back to them. One rep said they were reassigning the ticket; they did not. After calling for several days, did finally reassign it. The new tech finally got. He told us the HVAC should have been shut down. It could have caught fire or exploded. He said the HVAC needed replaced; it was 30 years old. (The house is 22 years old). They were to come out today but canceled-weather. I called Choice Home Warranty. They said they could not do anything; I would have to go online to reschedule. Once online it wants you to agree to pay a $139 diagnostic fee. I’ve already paid two fees. It has been below freezing so much during this time. We have had snow. It is going down in the single digits tonight. We have bought 4space heaters to try to keep the temperature in the house above 60°. I filed complaints with the BBB, the FTC, the New Jersey Consumer Department and the Tennessee Consumer Department. We are at a loss. We are old (70 & 92) and we are cold.

1 year ago Edited January 17, 2024

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John

I jumped the gun and thought my refrigerator quit. I was wrong. I was given a call number. The following morning, I called CHW and had the call canceled.

1 year ago

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Sherri

Very poor service & program! Nothing but issues and friction from Choice On at least three separate claims. At one property they approved the replacement with a minimal amount of money that would not even replace half the value and then they prolonged the 30-day wait so that it would go through into the next month and another monthly payment for the policy would be taking out of the bank first. At another property on the dishwasher they reimbursed enough money to pay for 25% of a cheap dishwasher at Lowe's, it wasn't even enough to pay for the delivery and installation if we paid for the whole dishwasher. And there was a roof claim on one property that never ever did get satisfied we went round and round with choice and they kept making excuses saying they were trying to locate a contractor in our area finally we just paid for it ourselves after almost 7 months. WE'LL NEVER USE CHOICE HOME WARRANTY AGAIN. The whole program is very poor. Using someone from Tool Time to represent the company is very poor taste as well.

1 year ago Edited May 6, 2025

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